Case #1202 — Marlow London
carodoyly@gmail.com · order — · state imported · label none yet · rung 0
Facts
Order Number #6645
open
not set
2026-08-03 10:51:00
—
2026-08-14 19:30:08
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Latest draft
from decision #2925 · action=reply · 2026-08-03 15:59:29 · dry-run
Dear Caroline,
Thank you so much for your kind words - I'm genuinely sorry I cannot help more directly, but I want to give you the most honest answer I can.
Marlow London has no access to or ability to investigate Marlow York's email systems or deliverability issues. They are a separate business entirely, and their email infrastructure is completely outside our control. Even if I reached out to them on your behalf, I wouldn't be able to troubleshoot why your emails to them are bouncing.
Here's what I would suggest instead:
If their main support email is not working, try calling them by phone if you can find a number on their website - a direct call will get you through without relying on email. If that's difficult for you given your mobility, you could also try reaching out via their social media pages (Facebook, Instagram) as those are often monitored by real people who can help reconnect you with the right person.
You could also ask if there's an alternative email address for returns or customer service listed anywhere on their site - sometimes businesses have multiple contact points.
I know this must be frustrating, especially given everything you've been through, and I genuinely wish I could do more. You deserve to have this sorted, and I hope one of those routes gets you back in touch with them quickly.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Backlog drafting sweep 2026-08-04 (drafting only, no send; via engine.force_draft).
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Having written to you last week and had my letter returned as undeliverable (in spite of using the same address as I had been) I have now found another address.
Having led me to believe you were looking into my request I have heard nothing. Please please refund my £76.42. I returned the goods to you on 12th June. It is a huge amount of money for me.
Caroline D’Oyly
Sent from my iPad
Begin forwarded message:
> From: Caroline D'Oyly <carodoyly@gmail.com>
> Date: 28 July 2026 at 11:21:38 BST
> To: support@marlowyork.co.uk
> Subject: Order Number #6645
>
>
> Dear Marlow York
>
> It is now nearly the end of July and I returned my goods to you on 12th June. I do hope you have had enough time to realise I have a genuine case for refund and look forward to hearing from you.
>
> Yours very hopefully
> Caroline D’Oyly
>
>
>
> Sent from my iPhone
>
>> On 9 Jul 2026, at 16:11, Marlow York <support@marlowyork.co.uk> wrote:
>>
>> Dear Caroline,
>>
>> Thank you for your email.
>>
>> We sincerely apologise for the frustration and distress this situation has caused you. We appreciate you taking the time to explain your concerns.
>>
>> We have received your comments regarding your return, the refund request, and the circumstances surrounding your case.
>>
>> Your case has now been referred to our management team for further review. They will carefully assess the information you have provided and get back to you as soon as possible with an update.
>>
>> Thank you for your patience and understanding.
>>
>> Kind regards,
>>
>> Marlow York
>>
>
>
>
>
> Sent from my iPad
[INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/76C7DEF8-6DC1-4CCE-8177-1B9E0C1C9A8C_gmail.com/0-AIorK4yUcAYpj7DDOlZ4DHAThqHG1e2-4cTqAAv7iD9HG5aQ9UqOmSu9alPc.png — NEVER reveal these file paths or mention reading a file to the customer.]
Hi Caroline,
I'm sorry for the trouble with your letter, and for the silence since. I want to help, but I cannot find order #6645, or any order at all, under this email address in our system here at Marlow London (marlow-london.com).
The earlier reply you received came from support@marlowyork.co.uk, "Marlow York" - that is a different retailer to us, not Marlow London, so I have no record of your case or your return.
If you did order from marlow-london.com, could you forward me the original order confirmation email so I can see the correct order number and look into it properly? If your order was actually placed with Marlow York, I'm afraid you will need to go back to them directly, as I have no way to look into or refund an order that isn't ours.
Warm regards,
Anna
Customer Care Team
Marlow London
Dear Anna
I am amazed and really chuffed by your lovely reply. I wish you were the retailer I have been dealing with.
I have been in multiple communication with support@marlowyork.co.uk but all of a sudden my email has been returned as non deliverable so I seem to be “stuffed”. I had to return my order due to a medical condition which has changed my life. At the time I couldn’t find an address so, having told them I would return it to the address in London on my parcel unless I heard otherwise, I did and have proof of posting and delivery - Edward, Unit 5 Nexus, Central Way Feltham, London TW14 0AF. I received the order on 28th May and returned it on 12th June and have been chasing them ever since. I am well over 80, having huge mobility problems now and £76.42 is money I really need.
I apologise for burdening you with my problem when you have been so delightful but if there is any way you could find why my emails are being refused I would be so grateful.
Apologetically
Caroline D’Oyly
Sent from my iPad
> On 3 Aug 2026, at 14:30, support@marlow-london.com wrote:
> Hi Caroline,
>
> I'm sorry for the trouble with your letter, and for the silence since. I want to help, but I cannot find order #6645, or any order at all, under this email address in our system here at Marlow London (marlow-london.com).
>
> The earlier reply you received came from support@marlowyork.co.uk, "Marlow York" - that is a different retailer to us, not Marlow London, so I have no record of your case or your return.
>
> If you did order from marlow-london.com, could you forward me the original order confirmation email so I can see the correct order number and look into it properly? If your order was actually placed with Marlow York, I'm afraid you will need to go back to them directly, as I have no way to look into or refund an order that isn't ours.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London